The IT Service Desk Analyst , This role is responsible for logging, triaging, troubleshooting, and resolving incidents and service requests related to hardware, software, network access, and business applications, escalating complex issues to Tier 2/3 teams as needed. Success in this role means fast, friendly, accurate support that employees productive.
Key Responsibilities
- Serve as the first point of contact for IT support via phone, chat, email, and ServiceNow ticketing, providing prompt and professional responses.
- Log, categorize, and prioritize incidents and service requests in ServiceNow, ensuring accurate documentation of issue details and resolution steps.
- Troubleshoot and resolve common issues involving Windows/macOS, Microsoft 365 (Outlook, Teams, SharePoint), VPN, MFA, printers, and mobile device access.
- Perform account and access management tasks: password resets, account provisioning/deprovisioning, group and access requests via Okta/Active Directory.
- Manage hardware lifecycle tasks including laptop imaging, deployment, asset tagging,
and equipment returns for new hires, transfers, and offboarding.
- Escalate unresolved or complex tickets to Tier 2/3 support or the appropriate subject-matter team, providing clear handoff notes.
- Meet or exceed defined SLAs for response time, resolution time, and customer satisfaction (CSAT).
- Maintain and contribute to the internal knowledge base, documenting recent solutions and updating outdated articles.
- Support onboarding/offboarding logistics, conference room and AV technology, and basic network connectivity troubleshooting.
- Identify recurring issues and escalate trends to leadership to support root-cause and process improvement efforts.
Required Qualifications
- 13 years of experience in a help desk, service desk, or technical support role (internships count).
- Working knowledge of Windows and macOS operating systems, Microsoft 365 applications, and basic networking concepts (DNS, DHCP, VPN).
- Stro
📌 Service Desk Engineer (Pune)
🏢 Aziro
📍 Pune